AirAsia closes customer support hotlines

12 December, 2019

AirAsia closed its customer support hotlines due to the introduction of its AirAsia Virtual Allstar (AVA) chatbot (Mash Viral, 11-Dec-2019). AirAsia chief customer happiness officer Adam Geneave stated: "We were not the first airline or the first company to launch a chatbot, but we really believe that we have launched one of the best in the market". AVA is integrated into the company's Salesforce platform, the conversation is transferred to Salesforce's live chat if the bot cannot answer a question.